Group head - Customer Service
Western International Group
Total years of experience :21 years, 11 Months
Managing Products Service Support operations for Western International LLC.
Ensuring the IEC, CE, ESMA, ADQCC, QS, SASO, CB...Etc Standards for all products.
Planning and implementing Support Strategies within the target & cost limits.
Design & implementation of Product Service policies.
Support Network Expansions.
Managed successful product launches and service readiness with acceptable post-launch issues.
Management presentations of customer Support.
Monitoring of Field Product Quality.
Monitoring Competitors Products and Support activity.
Achieving KPI .( Support Network, Satisfaction, Administration & Revenue)
Leading a team of Service Managers located at various Branch offices in GCC Countries, India, Nepal, Sreelanka, Bangladesh & Other destinations and managing the day to day operations.
Product trainings to service managers /senior engineers distributors and dealers .( All Products)
Handling product support escalations, by interacting with service managers & Support Engineers and providing technical assistance.
Managing vendors includes evaluating their SLA & Warranty replacement.
Managing & supporting Call Center, Online support and queries through emails.
Carried new technologies to the market aligning to sales strategy with highly optimized support.
Warranty cost management to include all government/regulatory constraints-driven costs for new releases.
Drove initiative for reducing cross-functional prototype unit’s consumption - development cost savings.
Successfully managed teams virtually across geographies for clean product roll outs & issues resolution.
Managing Proper MSL on parts, Forecasting, Procurement and dispatches.
SAP reports and BI Reports analysis.
ESMA / SASO /QS/SABS...Etc ensuring the standardization bodies requirements.
Branch Service Management
Monitoring the service activities of ASCs, ASP & SSDs.
Monitoring & ensuring the RT, FTF, and RTAT… etc as per the company policy.
Preparing all the service reports to HO.
Preparing FQRs against technical issues & newly launched Products and reporting to H.O.
PR with all the dealers & distributors and ensure the regular visits.
Ensure warehouse visits for stock defectives and insurance claims.
MSL planning for each and every service locations according to sale volumes.
Follow-up with H.O. spares warehouse for branch spares requirement.
Monitor on spares O/S of payment of ASCs/ASP/SSDs and ensure minimum O/S.
Monitor customers, dealers and distributors satisfaction level.
Visit customers on random to insure the quality of service provided.
Control over all the service operations across the region.
PC & GSM network expansion in upcountry areas.
ASC Management (Authorized Service Center)
Handling ASC, ASP & SSD service operations in the state.
Planning Spares Management & inventory control with ASC, ASP& SSD.
Technical support & Training to ASC, ASP & SSD.
Monitoring & control of ASC through CSNET & ERP.
Team motivation.
Planning and recruitment of ASC ASP & SSD.
Happy call monitoring.
T & D Management (Training & Development)
Providing IT training to service staff with HO SVC personnel on improving tech skills.
Providing training to ASC&ASP on customer handing and product information.
Providing training on product knowledge to SVC Staffs on new product launch.
➔Encore Electronics (ASC for LG Electronics India Pvt. Ltd), Kozhikode, Kerala.
Designation: Service center manager -North Kerala -India
Period: 10 March 2003 to 28 February 2005
• Looking after North Kerala service activities and all over responsibilities of the service centre.
• Leading a team of CE / HA / IT / GSM service engineers, CCO & stores.
• Successfully planned PJP of engineers and ensured the faultless visits in upcountry areas.
• Managing all the technical issues, dealer/distributor issues etc ..
• Parts management between the SVC and LG Electronics (P2P, Loan etc .) and the accurate procurement.
• Maintaining PR with all the customers and dealers.
• Achieving set targets in AMCs, O/W, parts selling and other revenue generating activities.
➔Accura Automation Technologies India Pvt. Ltd, Mumbai.
Designation: Service Incharge -North Kerala
Period: 3 January 2003 to 28 Feb 2003
➔Hcl Infosystems India Ltd Chennai.
Designation: Customer Support Engineer
Engineer
Customer Support Engineer
Electronics engineering with first class 1999-2002, SSM Polytechnic College Tirur- Board of technical education Kerala. (Canada India Institutional Cooperation Project (CIICP), a joint venture by Govt of India and Canadian International Development Agency (CIDA) • Plus two Perambra higher secondary school • Hardware and networking from Encore Domain Hardware Training institute.